Meet Chris Perillo, our “Countess of Curriculum” and hear her 3 excellent tips for building a service culture.
It’s no secret that companies whose people provide consistently exceptional customer service have the competitive advantage. Customers have louder voices and more choices than ever before and it’s easy for an upset person to rant online and/or simply take their business elsewhere. The problem is how to you get your employees excited about rolling out the
When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
There isn’t a single time I speak when someone doesn’t come up to me and say, “We really try to give great customer service, but these kids today just don’t care.” Those pesky Millennials! Then, I ask them “Tell me about some companies that give a great customer experience.” Three examples that come up again and
When it comes to customer service excellence, approaching problems with a positive attitude can go a long way. One of my clients has a mantra: Always assume the best. So often we automatically think the worst of someone or assume the most negative of intentions. We anticipate what others are thinking and plan our “attack”
Culture, Change and the age of the Customer! While the theme was leadership, those 3 topics made up most of the conversation at the C-Suite Conference in Boston!! As a passionate champion of creating engaged employees and happy customers, it was heartening to hear the C-Level leaders of companies such as Sales Force, Dale Carnegie
If you’re like me, you spend a lot of time during the New Year holidays wrapping up the last 12 months and planning for the next. Perhaps, like many, you make New Year’s resolutions. Hopefully, you’re one of the few who keeps your resolutions. Most of us, however, do not. Which is why I was
“Coasting Only Happens Downhill.” As Mike Rayburn spoke these words from the main stage at the National Speakers Association Convention a few years ago, they hit me like a ton of bricks! How very true. Coasting does only happen downhill. While it can be fun, and even necessary, to coast for a while and
It is said that the only constant is change and when it comes to today’s workplace, that’s an understatement! Whether it’s a new process; a new building; a new brand; or new technology, something always seems to be changing. Even bringing one or more new customers can be exciting and stressful at the same time.
Creating a culture of customer service excellence has never been more crucial. As my friend Charles McIntyre says, “It’s no longer word of mouth …it’s world of mouth.” One poor service experience and many are off to share their woes on social media. If there complaint is creative enough or they have a large platform,